Should you Outsource Your Customer Service? Here’s a Complete Guide

Struggling to keep up with customer calls? You could be missing out on valuable new business. In this episode, we explore how outsourcing your customer service can free up your time, improve efficiency, and help you capture more leads. Discover when it's the right time to delegate, explore various outsourcing options, and learn how to train your team for a seamless customer experience. Join host Adam Sylvester, along with Michelle Jeppesen of Jill's Office and Richard Grove of Wall Control and The Small Business Consultant, as they share practical insights for scaling your business.

 

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Here are the timestamps with square brackets:

[00:00] Introduction to the episode and guests
[01:25] Addressing the fear of outsourcing and identifying the right time to start
[04:43] Why business owners shouldn’t answer every call
[06:22] Exploring outsourcing options to free up your time and provide 24/7 service
[09:30] The role of answering services in business growth
[12:46] Using Jobber to provide exceptional customer service
[14:11] The differences between using a full-time virtual assistant and an answering service
[16:17] Streamlining email communication through ticketing systems and virtual assistants
[18:25] Three steps for properly training remote staff
[21:58] The importance of providing good documentation to help train
[24:30] How to maintain quality control with remote staff
[25:55] Reiterating how good customer service is paramount in winning work
[28:18] Outsourcing your outbound phone calls and follow-ups
[31:07] Adam’s key takeaways: Answer the phone, progress the call forward, outsource follow-ups